Senior Manager, Consumer Tools and Technology

• Operational Escalation Management

The Senior Manager, Consumer Tools and Technology is responsible for leading the strategy, delivery, governance, and continuous improvement of the operational tools, technology, business processes, and order flow governance that support Brightspeed's Sales and Care, and Customer Success organizations. This leader serves as the business owner for operational technology initiatives, partnering with Information Technology, Product, Sales, Customer Care, and Operations teams to identify business needs, define system requirements, oversee testing and validation, and successfully implement technology solutions that improve operational performance and customer experience.

In addition to technology leadership, this role owns the enterprise Order Flow Operations function, providing governance over order jeopardies, fallout management, and cross-functional issue resolution. Through leadership of the enterprise Order Flow War Room, this organization coordinates operational teams across Sales, IT, Customer Operations, Field Operations, Network, and Product to rapidly resolve barriers impacting customer orders from submission through installation.

This role is responsible for ensuring the successful progression of more than 40,000 customer orders each month through the fulfillment lifecycle. By improving operational tools, streamlining business processes, and leading enterprise issue resolution, the Director is expected to significantly reduce order fallout from approximately 25% to less than 10%, while improving customer experience, accelerating revenue realization, and generating more than $2 million in annual savings through the reduction of unnecessary truck rolls and operational inefficiencies.

This leader combines operational expertise, technology strategy, business process improvement, and cross-functional leadership to improve order quality, accelerate fulfillment, simplify operations, and maximize successful customer installations.

• Build and lead a high-performing organization focused on operational excellence, accountability, innovation, and continuous improvement
• Foster strong cross-functional partnerships that improve operational execution across Sales, Customer Care, IT, Product, and Operations
• Lead executive communications and provide operational updates to senior leadership
• Champion change management initiatives supporting technology adoption and operational transformation
• Develop and mentor leaders while creating a culture of ownership and customer focus

• Lead the Tools, Tech and Process organization consisting of two Managers and one specialist
• Own the business roadmap for Sales, Customer Care, and Order Operations technology
• Develop strategic plans for operational tools, systems, automation, and workflow improvements
• Gather, prioritize, and manage business requirements for system enhancements and new capabilities
• Partner with Information Technology and Product teams throughout the software development lifecycle
• Serve as the primary business liaison between Operations and IT for all operational technology initiatives
• Lead User Acceptance Testing (UAT), business validation, quality assurance (QA), and production readiness activities
• Coordinate business testing resources across multiple organizations
• Validate new functionality meets business requirements before production deployment
• Establish governance for operational processes, documentation, and standard operating procedures
• Develop implementation, communication, and adoption plans for new technology releases
• Monitor production performance and drive continuous system optimization
• Identify automation opportunities that reduce manual effort and improve customer experience
• Drive innovation through technology-enabled operational improvements
• Prioritize technology investments based on measurable operational and financial outcomes, including fallout reduction, productivity improvements, and customer experience enhancements
• Drive automation initiatives that reduce manual work, improve order accuracy, and eliminate operational defects across the fulfillment lifecycle
• Measure the business impact of technology releases through operational KPIs, financial savings, and customer experience improvements

• Lead the Order Flow Operations organization
• Own enterprise governance of customer order flow from submission through completed installation
• Monitor operational health across the order lifecycle and proactively identify jeopardies
• Lead enterprise War Room activities focused on removing barriers to customer installations
• Coordinate cross-functional resolution of high-priority order issues across Sales, Customer Care, IT, Product, Field Operations, Network Operations, Marketing, and Vendor Partners.
• Establish operational visibility into pending jeopardies, order aging, and fulfillment risks
• Drive accountability for issue resolution and escalation management
• Develop root cause…